Introduction

This case study explores the journey of a specialist commercial debt recovery and credit management company as they transitioned from a legacy Lotus Approach database to a modern Quickbase solution. The project was undertaken to address the client’s need for improved workflow, enhanced collaboration, and remote accessibility, while also preparing for future growth and client engagement.

Background and Challenges

The client, a leading player in the debt recovery and credit management sector, was reliant on an outdated Lotus Approach database. This legacy system posed several challenges:

• Inefficient workflows and difficulties in sharing work across the team
• Lack of remote access, limiting flexibility for staff to work from various locations
• Limited ability to collaborate with clients directly through the system
• Increasing maintenance and hardware costs associated with an on-premises database

System Requirements

To overcome these challenges, the client outlined clear requirements for their new IT solution:

• Enhanced efficiency and consistency in team workflows
• Remote accessibility, allowing staff to work from client premises or from home
• Future capability for client logins to enable direct collaboration
• Flexible, secure, and scalable infrastructure to support business growth

The Solution: Quickbase for Debt Recovery

GSBC introduced Quickbase as the core platform for the client’s new debt recovery and credit management application. Quickbase was selected for its robust cloud-based architecture, flexibility, and ease of integration with existing business processes. Key features and benefits included:

• Cloud-Based Operation: Staff can access real-time data and work from any location, ensuring business continuity and operational flexibility.
• Device and Browser Compatibility: Quickbase supports all internet-enabled devices and major browsers, including Windows and Mac systems.
• Data Security and Backup: All information is securely stored offsite, with regular backups, providing peace of mind and disaster recovery assurance.
• Role-Based Access Control: Data within the app is accessed according to user roles and permissions, ensuring confidentiality and proper information governance.

GSBC managed the migration of data from Lotus Approach to Quickbase, ensuring data integrity and minimal disruption. The new system was tailored to the client’s operations, with custom workflows and automated reporting that streamlined daily tasks. Essential documents—such as letters, reports, and legal referrals—could now be generated, tracked, and managed within the application.

Outcomes and Impact

The adoption of Quickbase delivered transformative results for the client:

• Significantly improved workflow efficiency, enabling the team to handle a greater volume of cases
• Reduced hardware and maintenance costs due to the move to a cloud-based system
• Enhanced staff onboarding, with intuitive processes and easy-to-follow workflows reducing induction training time
• Greater flexibility for staff, who can now work effectively from any location

Client Support and Communication

The new system enabled staff to provide timely updates to clients, with notes, tasks, and statuses clearly displayed and easily accessible. This transparency reduced the need for follow-up calls, as many client queries could be answered instantly by referring to the system.

Future Enhancements: Client Login and Collaboration

A major forward-looking feature was the introduction of client login capabilities. This enhancement allows clients to:

• Log in to the system and track the progress of their accounts in real time
• Add new accounts for collection directly through the portal
• Collaborate more closely with the debt recovery team, improving communication and coordination

Conclusion

The migration from Lotus Approach to Quickbase marked a significant step forward for the client. By embracing cloud technology and modern workflow automation, the company has positioned itself to deliver faster, more reliable, and more transparent services to its own clients. As the business continues to grow, the scalable and flexible nature of Quickbase ensures that it can adapt to new challenges and opportunities, supporting the company’s ongoing success in the debt recovery and credit management industry.

Collection Agency Role

• Administrator / Manager / Superviser / Collector User Roles
• Customer Relationship Management (CRM)
• Credit Management Work Flow
• Debt Recovery Work Flow
• Legal Work Flow
• Letter Generation from Templates
• Financial and Activity Reports - internal
• Financial and Activity Reports - External
• Custom Dashboards
• Staff assignment and update notifications

Client Login Facility

Clients can login and quickly view the following:

• Active Debt Summary
• All Debts by Status Pie Chart
• Active Debts
• Summary of Paid Debts
• Add a Debtor
• Add a Debt

Clients receive automated reports and notifications by email